Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The response states that a charge of $was not "deducted" from my account on November 12, This was not a "charge" but a creditThe original transaction was made at *** *** on October 8, in the amount of $I returned two items from that purchase to *** *** on October 11, The two items totaled That credit was sent back to my rush card on October by *** ***My account was never CREDITED! The amount of was TAKEN out from the original transaction and should have been credited back to my account due to me RETURNING the two items at the store! I believe the company is confused as to what they are doing! I did not make a purchase in the amount of I made a purchase RETURN in that amount and since my balance did not change, it would mean that rush card processed it incorrectly as a charge and not as a credit to my account! I am still owed and I would like them to resolve this now!
I have attached further screen shots as referenceTo my knowledge, if I return items that I paid for previously with my card, the total amount of those items should be applied as a credit back to my account and this has not been doneRush card is trying to keep my money and I will not be pushed off like an it! I am demanding that you resolve this matter at once! I've spoken to *** *** and they have indicated that they sent $back to my card as a purchase return and they cannot do anything because it is all on rush cards end! *** *** has the items I paid for, and rush card has my money!
Regards,
*** ***
Revdex.com
W Seventh St Suite
Cincinnati Ohio
RE: Case *** *** ***
May 7,
We received *** *** complaint
regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
Per
response, we completely understand *** *** concern with her dispute that
was filed on 4/17/and her customer service experienceATM
cash advance and pin based transactions does not qualify for the Zero Liability
through ***Per *** terms and conditions the cardholder must notify their
financial institution immediately for any unauthorized use*** *** will receive a letter explaining the
denial and can file a dispute for the outcome of the claim by following the
instructions on the letter receivedIf *** *** has any additional
information that she would like to provide, she will need to do so in the
rebuttal letterWe sincerely apologize for the frustration this has caused ***
***
We appreciate *** ***
feedbackThese types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers
Regards,
*** ***
Customer Service Specialist
April 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: March 30, To Whom It May Concern: This letter is in response to the consumer complaint #*** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** states in her complaint that RushCard has not credited her direct deposit funds. *** *** also states that she wants his deposit credited to his RushCard account As stated RushCard records indicate that no deposit has posted to date for $to *** *** accountWe have searched our records and the most recent deposit posted to *** *** account was on 3/29/for $(*** ***) and prior to that 3/24/for $(*** ***) We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
This customer filed a dispute and she has to allow the days for the investigation of the claimI have spoken with this customer personally and advised her of the same information as the response. Thank you, UniRush, LLC *** ***,
The Revdex.com
W Seventh St, Suite
Cincinnati Ohio 45202-
RE: Complaint ID *** *** ***
April
8,
We
received *** *** complaint regarding the time in which it took to post her
tax return and
the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards
I
have reviewed *** *** account and I am showing the direct deposit in
question was received with a pay date of 3/11/for her tax returnWe
requested additional documentation from *** *** in order to validate her
account and her deposit due to the large amount of the depositRushCard has a
load limit of $9,for tax refunds, as explained in the cardholder
agreementWe may accept larger deposits once proper verification is received
and validated
I
am showing *** *** did send documents into us on the 10th and 11th
of MarchRushCard did go through multiple avenues in attempt to validate the
social security card that was sent by *** ***Unfortunately, the document
could not be validated and we did request that *** *** apply for a new card
and send in the verification letter showing that she had applied for a new
social security cardThis was completed by *** *** and the new documents
were sent into RushCard on the 17th of March*** *** tax
refund was posted to the account on 3/19/once documents were validatedI
sincerely apologize for any inconvenience this has caused *** ***
We
appreciate *** *** feedback. These
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
*** ***
Escalation
Agent
April 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: April 16, To Whom It May Concern: This letter is in response to the complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends he has been requesting the remaining funds on his closed RushCard account. *** *** also states he has sent in the proof of address documents to RushCard for his funds. *** *** would like RushCard to release his funds On February 25, *** *** RushCard account was closed. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from *** *** He was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days. As of April 17, 2017, all the required documentation has been receivedA bill payment in the amount of $2,has been issued to the address on fileOn April 17, 2017, a RushCard corporate customer service specialist attempted to contact *** *** to advise him that a check was issued to the address on file, and that he should receive that in 5-business days We appreciate *** *** feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
February 11, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: November 3, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. *** *** dispute is still in pending status and will take up to days to investigate and research the claimWe appreciate *** *** feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. RushCard Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceDue to security purposes, RushCard employees do
not have access or authority to process card to card transfers on a customer’s
behalfIf *** *** did not process the two card to card transfers in the
amounts of $and $5.33, he will need to file a dispute with RushCard
Disputes DepartmentWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 6, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** ***Complaint number: Revdex.com *** Complaint date: June 25, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that RushCard is not telling the truth regarding the posting of his direct deposit on 5/25/and that he has proof On May 25, 2016, *** *** direct deposit posted to his account at 10:PM EST. RushCard post deposits throughout the day as they are received, deposit are not held*** *** funds were available once the deposit post to the account*** *** called on June 24, and spoke to a customer service agent and was advised that earliest we expect his deposit to post is June 29, *** *** deposit posted on June 27, and he had unlimited access to his fundsRushCard has offered several times to send *** *** his statements showing the transaction of the deposit positing The offer still stands We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service y here
August 03rd, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** ***Complaint number: *** Complaint date: July 27th, To Whom It May Concern:This letter is in response to the consumer
complaint # *** referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On July 08th, 2016, *** *** contacted UniRush to dispute ATM transactions that occurred on July 08th, in *** ***, ***, totaling $*** *** said she lives in ***, **, and that she was never near *** ***She claimed her card was in her possession when the fraudulent transactions occurred. On July 21st, 2016, *** ***’s claim was denied; however, on July 29th, 2016, the case was approved in *** *** favorA final credit of $posted to her RushCard account This case is considered permanent. We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
January 31, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: January 19, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that her issue was not resolved*** *** states she will no longer do business with RushCard The calls were reviewed and did not indicate that *** *** was given the incorrect timeframe for expedited card deliveryTherefore, no compensation is due We appreciate *** *** feedback
February 03,
VIA
ONLINE SUBMISSION:
RevDex.com
W Seventh
St Suite
1600
Cincinnati Ohio Re: Consumer:
*** ***
Complaint number:
***
Complaint date: January
29,
To Whom It May Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for
the RushCard prepaid debit card program takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
*** *** complaint stated that RushCard provided incorrect
information regarding Tax Refund on the website*** *** also stated she would
like to be reimbursed $for the tax preparer fee
On January 28, *** *** contacted corporate customer service
to check the status of her tax refund*** *** was advised that her tax
refund had not been receivedOn February 2, the tax refund was received and
posted to *** *** RushCard accountOn February 3, a Corporate
Customer Service Specialist attempted to contact *** *** to advise that a
reimbursement will not be provided
We appreciate *** *** feedback
Regards,
RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
Hello Rushcard did not see my dispute I had to give them the ticket number and they still had not done anything
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint This company is lyingTheir response is the same response as before but this is a totally different complaintThey need to be investigated
*** ***
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: ***
Complaint date: December 17, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that her account was blocked and she could no access her moneyOn 12/16/two deposits were posted to *** *** accountOn the same day 12/16/two transactions were declined because card was blocked due to verification of failed authorizationsAccount activity shows that Customer Service did unblock *** *** card allowing the previously declined transaction for *** *** *** to process on 12/18/We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
*** called *** financial services who called meThey called *** and *** called meApparently *** is a third party who processes payments for Rush cardRush card never told me this! I emailed them a copy of my receipt, they called Rush card and my money is finally there! The matter is finally resolvedI still am deeply disappointed in the customer service of Rush CardThey repeatedly told me to call *** and never mentioned ***
Revdex.com:
t! I am demanding that you resolve this matter at once! I've spoken to *** *** and they have indicated that they sent $back to my card as a purchase return and they cannot do anything because it is all on rush cards end! *** *** has the items I paid for, and rush card has my money!
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
The response states that a charge of $was not "deducted" from my account on November 12, This was not a "charge" but a creditThe original transaction was made at *** *** on October 8, in the amount of $I returned two items from that purchase to *** *** on October 11, The two items totaled That credit was sent back to my rush card on October by *** ***My account was never CREDITED! The amount of was TAKEN out from the original transaction and should have been credited back to my account due to me RETURNING the two items at the store! I believe the company is confused as to what they are doing! I did not make a purchase in the amount of I made a purchase RETURN in that amount and since my balance did not change, it would mean that rush card processed it incorrectly as a charge and not as a credit to my account! I am still owed and I would like them to resolve this now!
I have attached further screen shots as referenceTo my knowledge, if I return items that I paid for previously with my card, the total amount of those items should be applied as a credit back to my account and this has not been doneRush card is trying to keep my money and I will not be pushed off like an i
Regards,
*** ***
Revdex.com
W Seventh St Suite
Cincinnati Ohio
RE: Case *** *** ***
May 7,
We received *** *** complaint
regarding the access of her funds and the level of customer service
received. RushCard logs all customer
contact and activity associated with financial cards
Per
response, we completely understand *** *** concern with her dispute that
was filed on 4/17/and her customer service experienceATM
cash advance and pin based transactions does not qualify for the Zero Liability
through ***Per *** terms and conditions the cardholder must notify their
financial institution immediately for any unauthorized use*** *** will receive a letter explaining the
denial and can file a dispute for the outcome of the claim by following the
instructions on the letter receivedIf *** *** has any additional
information that she would like to provide, she will need to do so in the
rebuttal letterWe sincerely apologize for the frustration this has caused ***
***
We appreciate *** ***
feedbackThese types of issues go directly against our mission of access and
inclusion for everyone and we look to be clearer and avoid similar problems for
all of our customers
Regards,
*** ***
Customer Service Specialist
April 3, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: Revdex.com *** Complaint date: March 30, To Whom It May Concern: This letter is in response to the consumer complaint #*** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** states in her complaint that RushCard has not credited her direct deposit funds. *** *** also states that she wants his deposit credited to his RushCard account As stated RushCard records indicate that no deposit has posted to date for $to *** *** accountWe have searched our records and the most recent deposit posted to *** *** account was on 3/29/for $(*** ***) and prior to that 3/24/for $(*** ***) We appreciate *** *** feedback Regards, RushCard Corporate Customer Service
This customer filed a dispute and she has to allow the days for the investigation of the claimI have spoken with this customer personally and advised her of the same information as the response. Thank you, UniRush, LLC *** ***,
The Revdex.com
W Seventh St, Suite
Cincinnati Ohio 45202-
RE: Complaint ID *** *** ***
April
8,
We
received *** *** complaint regarding the time in which it took to post her
tax return and
the level of customer service received. RushCard logs all customer contact and
activity associated with financial cards
I
have reviewed *** *** account and I am showing the direct deposit in
question was received with a pay date of 3/11/for her tax returnWe
requested additional documentation from *** *** in order to validate her
account and her deposit due to the large amount of the depositRushCard has a
load limit of $9,for tax refunds, as explained in the cardholder
agreementWe may accept larger deposits once proper verification is received
and validated
I
am showing *** *** did send documents into us on the 10th and 11th
of MarchRushCard did go through multiple avenues in attempt to validate the
social security card that was sent by *** ***Unfortunately, the document
could not be validated and we did request that *** *** apply for a new card
and send in the verification letter showing that she had applied for a new
social security cardThis was completed by *** *** and the new documents
were sent into RushCard on the 17th of March*** *** tax
refund was posted to the account on 3/19/once documents were validatedI
sincerely apologize for any inconvenience this has caused *** ***
We
appreciate *** *** feedback. These
types of issues go directly against our mission of access and inclusion for
everyone and we look to be clearer and avoid similar problems for all of our
customers
Regards,
*** ***
Escalation
Agent
April 17, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: ***
Complaint date: April 16, To Whom It May Concern: This letter is in response to the complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends he has been requesting the remaining funds on his closed RushCard account. *** *** also states he has sent in the proof of address documents to RushCard for his funds. *** *** would like RushCard to release his funds On February 25, *** *** RushCard account was closed. As per the RushCard Cardholder Agreement, RushCard requested proof of identity from *** *** He was asked to submit a copy of his Social Security Card, Government Issued Identification, and proof of address dated within the last days. As of April 17, 2017, all the required documentation has been receivedA bill payment in the amount of $2,has been issued to the address on fileOn April 17, 2017, a RushCard corporate customer service specialist attempted to contact *** *** to advise him that a check was issued to the address on file, and that he should receive that in 5-business days We appreciate *** *** feedback, and sincerely apologize for any inconvenience this matter has caused him Regards, RushCard Corporate Customer Service
February 11, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: *** Complaint date: November 3, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid card takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer funds and information. *** *** dispute is still in pending status and will take up to days to investigate and research the claimWe appreciate *** *** feedback and understand the inconvenience disputes can cause. We are dedicated to our customer’s security and will provide notification when available. RushCard Corporate Customer Service
November 25, 2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 17, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account informationWe are
proactively reaching out to our customers who were impacted by the outage and
confirming that their cards are working properly. In addition, as a Thank You to our
cardholders for sticking with us, we have announced a Fee Holiday beginning
November 1, and continuing through February 29, 2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceDue to security purposes, RushCard employees do
not have access or authority to process card to card transfers on a customer’s
behalfIf *** *** did not process the two card to card transfers in the
amounts of $and $5.33, he will need to file a dispute with RushCard
Disputes DepartmentWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
July 6, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202 Re: Consumer: *** ***Complaint number: Revdex.com *** Complaint date: June 25, 2016 To Whom It May Concern: This letter is in response to the consumer complaint # *** referenced above. UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that RushCard is not telling the truth regarding the posting of his direct deposit on 5/25/and that he has proof On May 25, 2016, *** *** direct deposit posted to his account at 10:PM EST. RushCard post deposits throughout the day as they are received, deposit are not held*** *** funds were available once the deposit post to the account*** *** called on June 24, and spoke to a customer service agent and was advised that earliest we expect his deposit to post is June 29, *** *** deposit posted on June 27, and he had unlimited access to his fundsRushCard has offered several times to send *** *** his statements showing the transaction of the deposit positing The offer still stands We appreciate *** *** feedbackOur customer’s access to their funds is a top priority at RushCard and expedited resolution is our goal. Regards, Corporate Customer Service y here
August 03rd, 2016 VIA ONLINE SUBMISSION:Revdex.com EFourth Street, Suite 600Cincinnati, OH 45202Re: Consumer: *** ***Complaint number: *** Complaint date: July 27th, To Whom It May Concern:This letter is in response to the consumer
complaint # *** referenced above UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources On July 08th, 2016, *** *** contacted UniRush to dispute ATM transactions that occurred on July 08th, in *** ***, ***, totaling $*** *** said she lives in ***, **, and that she was never near *** ***She claimed her card was in her possession when the fraudulent transactions occurred. On July 21st, 2016, *** ***’s claim was denied; however, on July 29th, 2016, the case was approved in *** *** favorA final credit of $posted to her RushCard account This case is considered permanent. We appreciate *** *** feedback regarding this matter, and the opportunity this will provide for us to improve upon this letter.Regards,RushCard Corporate Customer Service
January 31, VIA ONLINE SUBMISSION: Revdex.com EFourth Street, Suite Cincinnati, OH Re: Consumer: *** *** Complaint number: *** Complaint date: January 19, To Whom It May Concern: This letter is in response to the consumer complaint number referenced aboveUniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint contends that her issue was not resolved*** *** states she will no longer do business with RushCard The calls were reviewed and did not indicate that *** *** was given the incorrect timeframe for expedited card deliveryTherefore, no compensation is due We appreciate *** *** feedback
February 03,
VIA
ONLINE SUBMISSION:
RevDex.com
W Seventh
St Suite
1600
Cincinnati Ohio Re: Consumer:
*** ***
Complaint number:
***
Complaint date: January
29,
To Whom It May Concern:
This
letter is in response to the consumer complaint referenced above. UniRush, LLC which is the program manager for
the RushCard prepaid debit card program takes customer complaints seriously and
strives to provide quality customer service while dutifully protecting customer
identities and resources.
*** *** complaint stated that RushCard provided incorrect
information regarding Tax Refund on the website*** *** also stated she would
like to be reimbursed $for the tax preparer fee
On January 28, *** *** contacted corporate customer service
to check the status of her tax refund*** *** was advised that her tax
refund had not been receivedOn February 2, the tax refund was received and
posted to *** *** RushCard accountOn February 3, a Corporate
Customer Service Specialist attempted to contact *** *** to advise that a
reimbursement will not be provided
We appreciate *** *** feedback
Regards,
RushCard Corporate Customer Service
October 28,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 22,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 16, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on deposit
at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
Hello Rushcard did not see my dispute I had to give them the ticket number and they still had not done anything
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint This company is lyingTheir response is the same response as before but this is a totally different complaintThey need to be investigated
*** ***
October 20,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: *** ***
Complaint number: *** Complaint date: October 13, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29,
2016. For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insurance. We appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
October 30,
2015VIA ONLINE SUBMISSION:RevDex.com W Seventh St
Suite 1600Cincinnati Ohio
45202Re: Consumer: ***
*** Complaint number: *** Complaint date: October 21, 2015To Whom It May
Concern:This
letter is in response to the consumer complaint referenced above UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. RushCard
experienced a significant service interruption on Monday, October 12, related
to our processor conversion. The
conversion took significantly longer than expected and we were down for several
hours more than we had previously alerted our cardholders. In addition, after we came back up, we
experienced delays in posting direct deposits, the cardholder website was
intermittently unavailable and some information on the website, including
balance information, was incorrect. In
addition, a small subset of cardholders were locked out of their accounts. These problems dramatically increased traffic
to the call center. We increased the
number of incoming trunk lines to the maximum supported by the telecom
equipment, but still experienced longer than usual wait times and some callers
were unable to get through. We
worked around the clock to resolve these problems. At this time, our system is up and running
and cardholders have access to their funds and account information. A small number of accounts are still in an
inactive state which can be corrected when the cardholder contacts us. We are proactively reaching out to our
customers who were impacted by the outage and confirming that their cards are
working properly. In addition, as a
Thank You to our cardholders for sticking with us, we have announced a Fee
Holiday beginning November 1, and continuing through February 29, For more details, please visit https://blog.rushcard.com/rushcard-fee-holiday/.It is important to
note that while we had processing issues and at times customers were unable to
use their cards, at no times were cardholder funds or personal information at
jeopardy. At all times, cardholder funds were accounted for and on
deposit at the issuing bank and protected by FDIC insuranceWe appreciate this
feedback and sincerely apologize for the service issues and inconvenience our
cardholders experienced following the processor conversionOur goal is to
provide financial convenience supported by reliable customer service. RushCard Customer
Service
December 22, VIA ONLINE SUBMISSION: Revdex.com W Seventh St Suite Cincinnati Ohio Re: Consumer: *** *** Complaint number: ***
Complaint date: December 17, To Whom It May Concern: This letter is in response to the consumer complaint referenced above UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. *** *** complaint states that her account was blocked and she could no access her moneyOn 12/16/two deposits were posted to *** *** accountOn the same day 12/16/two transactions were declined because card was blocked due to verification of failed authorizationsAccount activity shows that Customer Service did unblock *** *** card allowing the previously declined transaction for *** *** *** to process on 12/18/We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused Our goal is to provide financial convenience supported by reliable customer service Regards, RushCard Corporate Customer Service
*** called *** financial services who called meThey called *** and *** called meApparently *** is a third party who processes payments for Rush cardRush card never told me this! I emailed them a copy of my receipt, they called Rush card and my money is finally there! The matter is finally resolvedI still am deeply disappointed in the customer service of Rush CardThey repeatedly told me to call *** and never mentioned ***